Astro customer service under stress...

Has Astro addiction got on to people? That they become impatient and irrational when service is down? Is the customer always right?

Astro staff: How may I assist you?

After details like name and identity card were given:

Customer: What happened to my account?

Astro staff: Your account is still active.

Customer: Bloody hell....

To sum up the conversation (tried unsuccessfully to upload the zipped as well as unzipped conversation; for those interested email me and I shall forward it), the customer started her tirade as above and will not accept that it was due to a technical problem.

The customer seems to have a superiority complex and will only deal with someone who is at least a supervisor. She would not accept the explanation that there is no supervisor around to assist her. Insults on his race (her own but maybe different social pecking order), his position, as well as his English, were rained on the poor staff. He was also threatened that she would ensure his job terminated if she had to turn up at Astro's office.

For anyone who had the opportunity of listening to the telephone conversation, he or she would admire the staff's patience and his cool in not losing his temper. The most he countered was reminding her to mind her language.

If I were him, I would have given her a piece of my mind, knowing full well it might cost the job. In between, a relative who works in Public Relations, even gave a lecture on public relations to him!

If I were Jeeva, I would have taken up her challenge to let her go to the press and let the public judge who had been rude and a bigger fool! Link